In this series of snippets we distil our regular Growth Academy half-day workshops down into their essential elements and learning points. A strategic prompt for the Academy members who were there, and a taster of what you missed if you weren’t…
Date: 14 November 2017
Key focus: Winning through resilience
Topics covered:
- 5 killer questions to ensure your business model is customer centric
- Customer success v customer service – the role of the customer success manager
- Scenario planning to avoid blind spots
- Building strength and tenacity
- Emotional intelligence and self-awareness
Take home points:
- Customer centricity: simplify, augment, create leverage, stop doing and build your capability
- Customer success means ensuring that your customer is actively using your product/service, and that they are getting the concrete value they were expecting from it
- PESTEL analysis as a tool to avoid blind spots
- Be tenacious and adjust when things don’t work, rather than just repeating
- Use the Johari Window to boost self awareness
Moment of truth!
Insights into creating a customer-centric business
To discuss any of the points above or for any questions, please contact Richard Miller.
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